41 min
How to spend $129M on customer experience transformation Customer Experience Leaders
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- Marketing
Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case.
Resources mentioned:
Leadership books by Patrick Lencioni (author)
The Boroondara Customer First Program — overview (article)
The Boroondara Customer First Program — business case (document)
Michael Momsen (LinkedIn)
Adam Jaffrey (LinkedIn)
Key takeaways (starts at 33:40):
Have a clear vision and executive buy-in
Have a plan and take ACTION!
Don't be afraid to work with external experts
Sell the ROI with a robust business case
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer centricity. And on this episode, Bruce walks us through the $129M program in detail, the challenges they've had implementing it so far, and how they plan to return $182M in savings as a result of implementing the business case.
Resources mentioned:
Leadership books by Patrick Lencioni (author)
The Boroondara Customer First Program — overview (article)
The Boroondara Customer First Program — business case (document)
Michael Momsen (LinkedIn)
Adam Jaffrey (LinkedIn)
Key takeaways (starts at 33:40):
Have a clear vision and executive buy-in
Have a plan and take ACTION!
Don't be afraid to work with external experts
Sell the ROI with a robust business case
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
41 min